IT Analyst – Help Desk (Service Desk Level 1)

eTeam; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT services provider in Kuala Lumpur is looking for a qualified IT Analyst – Helpdesk to manage hardware and software issues for customers. The successful candidate will provide telephone-based support and coordinate with internal teams and vendors. A background in customer service and technical troubleshooting, particularly with Windows OS and MS Office, is essential. The role requires flexibility to work in a 24x7 environment, along with strong problem-solving skills.

Qualifications

• Minimum 3 years of university education required.
• 1-2 years of help desk or customer service experience is necessary.
• Disciplined, systematic approach to problem-solving is crucial.
• Willingness to work in 24x7 operations is a must.

Responsibilities

• Diagnose and resolve hardware/software/network issues via telephone.
• Coordinate relationships with vendors for problem resolution.
• Document problems and resolutions using the Call Tracking System.
• Participate in on-the-job training to enhance skills.

Skills

Problem-solving skills

Phone support experience

Technical helpdesk experience

Windows Operating systems

Knowledge of DHCP and DNS

MS Office Suite

Internet troubleshooting

Education

3-4 yrs of university education (B.Sc. or Diploma)

Tools

Windows 10

MS Outlook

Adobe Acrobat

Job description

Job Description for EUC ServiceDesk Level 1

Job Position: IT Analyst – Helpdesk

Designation: Analyst/Sr. Analyst

Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users
• Route problems to internal I.M. support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
• Training: Be willing to participate in on the job training designed to enhance skills and support capabilities.

Eligibility, Knowledge, Skills & Experience:

• 3-4 yrs of University education post High school (B.Sc. or Diploma)
• 1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone support experience is mandatory
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems - Windows XP/ 7 /10
• Remote desktop connectivity applications
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
• MS Outlook:
• Configuring the MS Outlook - via Exchange or POP
• Making Calendar entries - setting up meetings
• Sharing of calendar address book and contacts.
• Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.
• Setting up Rules in MS outlook
• Internet Troubleshooting:
• Knowledge of the working principles of DHCP and DNS.
• Setting up/troubleshooting wired and wireless connections.
• Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.
• Troubleshooting internet explorer issues - like secured sites not opening
• Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Others: Adobe Acrobat and other common desktop applications
• Basic knowledge of ITIL processes
• Willing to work in 24 x 7 operations